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For organizations delivering sales, service and support to their customers through contact centers, customer responsiveness is no longer an option in the new, customer-driven economy.
Engaging customers, inviting their feedback, and having the right tools to understand and act on their ideas, concerns, issues and complaints is a necessity today. Call center feedback drives business improvement, supports your brand, and raises customer satisfaction, loyalty and advocacy.
ResponseTek call center feedback supports the continuous monitoring and improvement of your contact center, contributing to continuous customer retention and growth.
How it Works
Your contact center agents represent your organization with every interaction and transaction – ResponseTek ensures that your customers have the ability to tell you about the quality and consistency of your agents continuously, in real time, using the channels they use.
Using a variety of collection channels, feedback can be collected in a number of ways, either at the close of a transaction, or post-call:
- Customer-driven: Customers can provide feedback by SMS, the web, email, IVR or through a live conversation with an agent.
- Company-driven: All customers or specific customer segments are invited to provide feedback during or post-transaction, by SMS, email, the web or IVR.
- Event-driven: Based on your business rules and processes, contact center transactions automatically trigger invitations to be sent to your customers to provide feedback, by SMS, email, outbound IVR or live agent.
The ResponseTek Advantage
ResponseTek call center feedback provides you:
- Real-time call center feedback on the contact center and service agent experience, in the voice of the customer
- Reporting and workflow based on your organizational structure and business rules, including customer type, segment, location, collection channel, region and business unit
- Monthly, weekly and daily summaries of your contact center and individual agent interactions for CSRs, supervisors, and management
- Custom dashboards, reporting, alerts and workflow for more effective, focused agent training
- Powerful, easy-to-use text and sentiment analysis tools
- Ability to integrate call center feedback with your third-party customer data systems
The Right Results
ResponseTek clients use call center feedback to:
- Continuously resolve customer issues, and retain at-risk customers immediately following transactions and interactions
- Enable real-time agent training and improvement
- Serve as an ‘early warning system’ for systematic performance and quality issues related to products and services
- Promote their commitment to customer feedback and responsiveness
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Find out more about ResponseTek:Call Center Feedback |
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